Cisco Unified Contact Center Enterprise (Unified CCE ... · Manager and Web Interaction Manager (Unified EIM/WIM) are not supported with deployments that use the System PG. For Unified

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Cisco Unified Contact Center Enterprise (Unified CCE)Software Compatibility Guide

Last Updated: February 16, 2011

This document lists supported product combinations for the Cisco Unified Contact Center Enterprise (Unified CCE). Product Sets are sorted by Cisco

Unified CCE version. Sections include:

• Document Scope/Additional Information Sources

• General Compatibility Notes and LimitationsUnified CCE Parent / Child Deployment Compatibility

• Unified CCE Parent / Child Deployment Compatibility

• Unified CCE Platform Compatibility

– Unified CCE 8.5(x) Product Sets








– Unified CCE 4.6(2) Product Sets

Document Scope/Additional Information Sources

This section qualifies the scope of this document and lists source of further information:

For Information on: Scope / Further Reading:

Unified CCE Compatibility with Service/Maintenance Releases

Except where specifically noted otherwise (in the tables below), Unified CCE supports all service/maintenance releases for compatible component versions. Cisco recommends that you run the latest available service/maintenance releases for Unified CCE components. For more information on the Unified CCE software maintenance strategy, see the Cisco ICM/IPCC Enterprise Maintenance Support Strategy, available at: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html

Component Versions Supported During Upgrade

This document lists component versions supported for new installs and full upgrades. It does not list component versions that may be temporarily supported during an upgrade period. Consult the Upgrade Guide for Cisco Unified ICM/IPCC Enterprise & Hosted Editions for your Unified CCE version for a list of any additional component versions supported during upgrade at:http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html

OS and Third-Party Software Compatibility

To verify operating system, database, and third-party software (that is, anti-virus, Web browser, remote administration) compatibility, consult the Cisco ICM/IPCC Enterprise & Hosted Editions Hardware and System Software Specifications (Bill of Materials) specific to your Unified CCE version at: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html

The Cisco Unified Communications Manager Compatibility Matrix and related support information is available at:http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html

The Cisco Agent Desktop Feature Matrix and data sheets available at:http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_data_sheets_list.html

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html



http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html

http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html

http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_data_sheets_list.html


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General Compatibility Notes and Limitations

This section lists compatibility notes and limitations general across Unified CCE releases. Please see the Notes column in following sections for any

platform-specific limitations.

Unified CCE Parent / Child Deployment Compatibility

Unified CCE Component End of Life Notices

Find out when a Cisco product has reached its end of life and what product upgrade and substitution options are available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_eol_notices_list.html

Because this guide lists component versions until they reach last-date-of-support (the final stage in the end-of-life process) some of the component versions listed herein may have reached end-of-sale or end-of-software-maintenance-release.

Component: Notes:

Phones The following general limitations pertain to IP phones used with Unified CCE Enterprise deployments:

• 3rd Party SIP Phones are not supported as contact center agent phones. The SIP protocol standard does not include

the necessary messaging for 3rd Party Call Control (3PCC). Unified CCE relies on CTI capabilities on the SIP

phones which 3rd party phones do not have. As an alternative, you may choose to deploy the Mobile Agent

solution to enable Cisco Unified CCE and Contact Center Hosted (CCH) to use any phone as an agent phone.

Please consult with your Cisco Sales Engineer for additional detail on this configuration.

• IP Communicator is not supported with Cisco Agent Desktop (CAD) IP Phone Agent.

• See the Cisco Unified Communications Manager Compatibility Guide for SIP and other phone protocol support.

System PG Deployments The following general limitations pertain to Unified CCE deployments that use the System PG:

• E-Mail Manager Option, Web Collaboration Option (both end of life products) as well as E-Mail Interaction

Manager and Web Interaction Manager (Unified EIM/WIM) are not supported with deployments that use the

System PG. For Unified EIM/WIM documentation, see Cisco Unified E-Mail Interaction Manager and Cisco

Unified Web Interaction Manager

Cisco Unified Intelligence Center (CUIC) 8.0(1)

CUIC 8.0(1) is supported on Unified CCE/Unified ICM 8.0(1) and Unified CCE/Unified ICM 8.5.

Cisco Unified Intelligence Suite (CUIS) 7.5(x)

• CUIS 7.5(x) is supported on Unified CCE/Unified ICM 7.5(x).

• CUIS 7.5(x) is backward compatible with Unified CCE /Unified ICM 7.2 (x).

Parent/ ChildUnified ICM/CCE

Parent

7.0(x) 7.1(x) 7.2(x) 7.5(x) 8.0(1) 8.5(1)

Child 7.0(x) Yes Yes No No No No

7.1(x) Yes Yes Yes No No No

7.2(x) No Yes Yes Yes Yes No

7.5(x) No No Yes Yes Yes Yes

8.0(x) No No Yes Yes Yes Yes

8.5(1) No No No Yes Yes Yes

For Information on: Scope / Further Reading: (continued)

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_eol_notices_list.html

http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html

http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html

http://www.cisco.com/en/US/products/ps7236/products_data_sheet0900aecd805e208d.html



http://www.cisco.com/en/US/products/ps7236/tsd_products_support_series_home.html

http://www.cisco.com/en/US/products/ps7233/tsd_products_support_series_home.html


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Unified CCE Platform Compatibility

Unified CCE 8.5(1) Exceptions:

1. Outbound Option SIP Dialer:

– Supports only 28xx and 3845 and as5350xm and as5400xm gateways with a PVDM2 DSP card

– Requires Cisco Unified SIP Proxy Version 8.5(1) or later

– Supports only IOS Release 15.1(2)T

– Requires either a 2800 series gateway/3800 series gateway/5400 series gateway/5350 series gateway

– Requires a PVDM2 DSP card

2. Unified CM 8.5(1) is supported with a Unified CCE 8.5(1) Peripheral Gateway (PG) only.

3. Unified CCE 8.5(1) Central Controller supports PGs running at the following versions for backwards compatibility: 7.5(x) and 8.0(x).

4. The CTI OS client version must be at the same version as the CTI OS Server or earlier.

5. The CTI OS Server and the PG must be in the same MR version.

6. Agent Greeting requires Unified CM 8.5(x), CTI OS Desktop 8.5(x), CVP 8.5(x), and a supported IP Phone. Whisper Announcement requires

Unified CM 8.5(x), CVP 8.5(x), and a supported IP Phone. See Agent Greeting /Whisper Announcement IP Phone support.

7. Cisco Unified CRM Connector for PeopleSoft, Salesforce, and Microsoft® Dynamics CRM supports 7.5(2)

8. Unified CVP: For required IOS versions for Gateways and Gatekeepers, see the Hardware and System Software Specification for Cisco Unified

Customer Voice Portal.

Unified CCE 8.5(x) Product Sets

Unified CM

IVR [IP-IVR and CVP (formerly ISN)]

PG/CAD/CTI OS Server

CTI OS Desktop CUIC

Unified EIM/WIM CRM RSM CCMP

Cisco MediaSense

Cisco SocialMiner

8.5(1) IP IVR 8.5(1)8.0(x)

CVP 8.5(1)8.0(x)

PG8.5(1)8.0(x)7.5

CAD8.5

CTI OS Server8.5(1)8.0(x)7.5

8.5(1)8.0(x)7.5

8.0(x) 4.3(2) CRM for Siebel8.0(x)

CRM for PeopleSoft7.5(2)1.1 (2)

CRM for Salesforce 7.5(2)1.1 (2)

CRM for Microsoft Dynamics CRM 7.5(2)1.1 (2)

8.5(1)8.0(x)1.0(2)

8.5(1) 8.5(1) 8.5(1)

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html



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IP Phone support

8.0(x) IP IVR 8.5(1)8.0(x)

CVP 8.5(1)8.0(x)

PG8.5(1)8.0(x)7.5

CAD8.5


8.5(1)8.0(x)7.5





8.5(1)8.0(x)1.0(2)

8.5(1)

7.1(5) IP IVR 8.5(1)8.0(x)

CVP 8.5(1)8.0(x)

PG8.5(1)8.0(x)7.5

CAD8.5


8.5(1)8.0(x)7.5





8.5(1)8.0(x)1.0(2)

8.5(1)

IP PhoneSupported (Y/N) Notes

99xx series Y 9951 and 9971 are supported.

89xx series Y 8961 is supported.

69xx series Y 6921, 6941, 6961 are supported.

797x Y 7970 model is not supported with Unified CM based Silent Monitor or RSM.



793x N

792x Y

791x Y 7910, 7911, and 7912 are supported with Unified CCE 8.0 (1). 79xx series are not supported by Unified CCE based Silent monitor or RSM.

Unified CCE 8.5(x) Product Sets (continued)

Unified CM



CTI OS Desktop CUIC

Unified EIM/WIM CRM RSM CCMP

Cisco MediaSense

Cisco SocialMiner


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Agent Greeting /Whisper Announcement IP Phone support

Unified CCE 8.0(x) Exceptions:

1. Unified CCE 8.0(2) or later is REQUIRED for deployments integrated with Genesys Cisco T-Server

2. Unified CCE 8.0 (1) Central Controller supports PGs running at the following versions for backwards compatibility: 7.1(x), 7.2(x), 7.5(x)

3. Multi-line Agent Feature is supported only with Unified CM 7.1(3) and later

4. Outbound Option SIP Dialer:

– Requires Cisco Unified SIP Proxy Version 1.4.1or later

– Supports only IOS Release 15.1(1)T

– Requires either a 2800 series gateway/3800 series gateway/5400 series gateway/5350 series gateway

– Requires a PVDM2 DSP card

5. Unified CM:

– Unified CM 8.0 (1) is only supported with an Unified CCE 8.0(1) Peripheral Gateway (PG)

– Unified CM features Join/Transfer Across Lines are supported only with Unified CM 7.1(3) and later

6. CTI OS:

– The Client version must be at the same version of CTI OS Server or earlier

– The CTI OS Server and the PG must be in the same MR version.

7. Unified CVP: For required IOS versions for Gateways and Gatekeepers, see the Hardware and System Software Specification for Cisco Unified

Customer Voice Portal.

8. Unified Expert Advisor requires:

– Unified CCE 7.2(3) or Unified CCE 7.5(5) or Unified CCE 8.0(1)

– Cisco Unified Personal Communicator 7.0 OR Microsoft Office Communicator Server (and client) 2007 R2

– Cisco Unified Presence Sever 7.0(4) or Cisco Unified Presence Sever 8.0(2)

– CVP is optional, but only 7.0(2) is supported with Expert Advisor 7.6(1)

IP Communicator Y Versions 7.0 and 8.0 are supported.

IP Phone Notes

69xx series 6921, 6941, 6961 are supported.

794x 7941, 7942 are supported.

796x 7961, 7962 are supported.





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Unified CM



CTI OS Desktop CUIC Unified EIM/WIM CRM RSM CCMP

8.0(3) IP IVR 8.0(x)

CVP 8.0(1)

8.0(x) 8.0(x)7.5(x)7.2(x)7.1(x)7.0(x)

8.0(x) 4.3(2)4.3(1)

CRM for Siebel 8.0(x)

CRM for PeopleSoft1.1 (2)

CRM for Salesforce 1.1 (2)

CRM for Microsoft Dynamics CRM 1.1 (2)

CRM for SAP 1.0(2)

8.0 8.5(1)8.0(x)

8.0(2) IP IVR 8.0(x)

CVP 8.0(1)

8.0(x) 8.0(x)7.5(x)7.2(x)7.1(x)7.0(x)

8.0(x) 4.3(2)4.3(1)





CRM for SAP 1.0(2)

8.0 8.5(1)8.0(x)

8.0(1) IP IVR 8.0(x)

CVP 8.0(1)

8.0(x) 8.0(x)7.5(x)7.2(x)7.1(x)7.0(x)

8.0(x) 4.3(2)4.3(1)





CRM for SAP 1.0(2)

8.0 8.5(1)8.0(x)


7

7.1(5) IP IVR 8.0(x)7.0(x)

CVP 8.0(1)7.0(2) 4.1(1)

8.0(x) 8.0(x)7.5(x)7.2(x)7.1(x)7.0(x)

8.0(x) 4.3(2)4.3(1)





CRM for SAP 1.0(1)

8.0 8.5(1)8.0(x)

7.1(3) IP IVR 8.0(x)7.0(x)

CVP 8.0(1)7.0(2) 4.1(1)

8.0(x) 8.0(x)7.5(x)7.2(x)7.1(x)7.0(x)

8.0(x) 4.3(2)4.3(1)





CRM for SAP 1.0(1)

8.0 8.5(1)8.0(x)

7.1(2) IP IVR 7.0(x)

CVP 8.0(1)7.0(2) 4.1(1)

8.0(x) 8.0(x)7.5(x)7.2(x)7.1(x)7.0(x)

8.0(x) 4.3(2)4.3(1)

CRM for Siebel 8.0(1)




CRM for SAP 1.0(1)

8.0 8.5(1)8.0(x)


Unified CM



CTI OS Desktop CUIC Unified EIM/WIM CRM RSM CCMP


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IP Phone Support


99xx series Y 9951 and 9971are supported.

89xx series Y 8961 is supported.

69xx series Y 6921, 6941, 6961are supported.

69xx phones are supported only with a single line configuration with Unified CM 7.1(2,) and are supported with multiple lines with Unified CM 7.1(3) and above.




793x N

792x Y To use the Cisco Wireless IP Phone 792x as an agent phone and as a Cisco IP Phone Agent, consult and follow the Cisco Wireless IP Phone 792x Design and Deployment Guide to ensure proper operation. It is available at: http://www.cisco.com/go/srnd

791x Y 7910, 7911, and 7912 are supported with Unified CCE 8.0 (1). 791x series are not supported by Unified CCE based Silent monitor or RSM.

7910 and 7912 IP phones do not support the Desktop Silent Monitor feature. The 7910 SW phone does support this feature.

IP Communicator Y Versions 7.0 and 8.0 are supported.

http://www.cisco.com/go/srnd

http://www.cisco.com/go/srnd


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Unified CCE 7.5(x) Notes:

1. There is no IP Queue Manager for CRS 4.5(2) (IP IVR)

2. RSM is supported with CVP 7.0(x), CVP 4.1(x), IP IVR 5.0(x) and IPIVR 7.0(x)

3. For compatibility between Unified CCE 7.5 (x) and CAD Desktop and Server see, “CAD Compatibility” on page 14.

4. Unified Expert Advisor requires:

– Unified CCE 7.2(3) or CCE 7.5(5)

– Cisco Unified Personal Communicator 7.0 OR Microsoft Office Communicator Server (and client) 2007 R2

– Cisco Unified Presence Sever 8.0

– CVP is optional, but only 7.0(2) is supported with Expert Advisor 7.6(1)

5. Unified E-Mail and Web Interaction Manager (Unified EIM/WIM):

– EIM 4.3(1) only integrates with Unified CCE 7.5(6), or later MRs

– WIM 4.3(1) only integrates with Unified CCE 7.5(6), or later MRs


Unified CMIVR [IP-IVR and CVP (formerly ISN)]

CAD/CTI OS Server

CTI OS Desktop CUIC Unified EIM/WIM CRM RSM CCMP IP Phones

7.1(5) IP IVR 8.0(x)7.0(1) SR 5

CVP 8.0(1)7.0(2) 4.1(1)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.0(x)

7.5(x) 4.3(2) (Unified CCE 7.5(7) and later)4.3(1)





CRM for SAP 1.0(1)

8.0 8.5(1)8.0(x)7.5(x)

69XX-RT, 79XX-TNP, 8961, 9951, 9971 (9.0(0) FW), 9971 (9.0(1) FW) 7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 7.0

7.1(3) IP IVR 8.0(x)7.0(1) SR4/ 5

CVP 8.0(1)7.0(2) 4.1(1)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0

7.5(x) 4.3(2) (Unified CCE 7.5(7) and later)

4.3(1)


CRM for PeopleSoft 1.0(1)

CRM for Salesforce 1.0(1)

CRM for Microsoft Dynamics CRM 1.0(1)

CRM for SAP 1.0(2)

1.0(2) 8.5(1)8.0(x)7.5(x)

69XX-RT, 79XX-TNP, 8961, 9951, 9971 (9.0(0) FW), 9971 (9.0(1) FW) 7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 7.0


10

7.1(2) CVP 8.0(1)7.0(2) 4.1(1)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)


CRM for PeopleSoft 1.0(1)

CRM for Salesforce 1.0(1)

CRM for Microsoft Dynamics CRM1.0(1)

CRM for SAP 1.0(2)

1.0(2) 8.5(1)8.0(x)7.5(x)

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 7.0

7.0(2) IP IVR 7.0(1)

CVP 7.0(2)4.1(1)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)


CRM for PeopleSoft 1.1

CRM for Salesforce 1.1

CRM for Microsoft Dynamics CRM 1.1

CRM for SAP 1.0(2)

1.0(2) 8.5(1)8.0(x)7.5(x)


7.0(1) IP IVR 7.0(1)

CVP 7.0(2)4.1(1)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

1.0(2) 8.5(1)8.0(x)7.5(x)




CAD/CTI OS Server



11

6.1 IP IVR 7.0(1)5.0(2)5.0(1)

CVP 7.0(2)4.1(1)4.0(2)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

1.0(2) 8.5(1)8.0(x)7.5(x)

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 7.0, 2.1(3), 2.1(2), 2.1(1)

6.0 IP IVR 5.0(2)5.0(1)

CVP 4.1(1)4.0(2)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)


5.1(3) IP IVR 5.0(2)5.0(1)4.5(2)

CVP 4.1(1)4.0(2)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)




CAD/CTI OS Server



12

5.1(2) IP IVR 5.0(2)5.0(1)4.5(2)

CVP 4.1(1)4.0(2)3.1(0)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)


5.1(1b) IP IVR 5.0(2)5.0(1)4.5(2)

CVP 4.1(1)4.0(2)3.1(0)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)


5.0(4) IP IVR 5.0(2)5.0(1)4.5(2)

CVP 4.0(2)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 7.0, 2.1(3), 2.1(2), 2.1(1), 2.0(2), 2.0(1)



CAD/CTI OS Server



13

5.0(3) IP IVR 4.5(2) 7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 7.0, 2.1(3), 2.1(2), 2.0(2), 2.0(1)

5.0(2) IP IVR 4.5(2) 7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 7.0, 2.1(3), 2.1(2), 2.0(2), 2.0(1)

4.3(2) IP IVR 6.0(1)4.1(1)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 7.0, 2.1(3), 2.1(2)



CAD/CTI OS Server



14

Note: CAD is not backward compatible. The CAD desktop and server must be the same version.

4.2(3) IP IVR4.0(5a)4.0(4) 4.0(3) 3.5(4)

CVP 4.1.1 ES3CVP 4.0(2)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1)

4.2(1) IP IVR 4.0(5a)4.0(4)4.0(3) 3.5(4)

CVP 4.0(2)

7.6(x)7.5(x)

7.5(x)7.2(x)7.1(x)7.06.0


4.3(1)





CRM for SAP 1.0(2)

8.5(1)8.0(x)7.5(x)

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 2.1(3), 2.1(2)

CAD Compatibility

Unified CCE/PG CTI OS Server CAD Desktop and Server

7.5(1) 7.5(1) 7.6(1), 7.5(1)

7.5(2) 7.5(2) 7.6(1), 7.5(1)

7.5(3) 7.5(3) 7.6(1), 7.5(3)

7.5(4) 7.5(4) 7.6(1), 7.5(3)

7.5(5) 7.5(5) 7.6(1), 7.5(8), 7.5(6), 7.5(5)

7.5(6) 7.5(6) 7.6(1), 7.5(8), 7.5(6)

7.5(7) 7.5(6) 7.6(1), 7.5(8)

7.5(8) 7.5(8) 7.6(1), 7.5(8), 7.5(6)

7.5(9) 7.5(9) 7.6(1), 7.5(8)



CAD/CTI OS Server



15


1. Unified CVP 7.0(1) requires Unified CCE 7.2(3) or greater

2. Unified EIM/WIM 4.2(x) requires Unified CCE 7.2(2) up to 7.2(7)

3. Unified EIM/WIM 4.3(1) requires Unified CCE 7.2(7)

4. Although the Unified EIM/WIM platform provides for integration, only EIM features are integrated in the 4.2(1), 4.2(2), 4.2(3), 4.2(4), and 4.2(5)A

releases.


6. RSM is supported with CVP 7.0(x), CVP 4.1(x), IP IVR 5.0(x) and IPIVR 7.0(x)

7. CRM Connector SAP 1.0(1):

– SAP Integrated Communications Interface (ICI) 3.0, which is included in the following Netweaver releases

– SAP NetWeaver Application Server 6.20 SP7 or higher (for SAP CRM 4.0), 6.30, 2004 (for SAP CRM 5.x, 2006), 7.0 (for SAP CRM 2007)

– SAP ICI Free Seating feature is required

– Requires Windows 2003

8. CRM Connector SAP 1.0(2):

– SAP Integrated Communications Interface (ICI-CTI) 3.05, 3.06

– SAP CRM 7.0 (based on Netweaver 7.0 Enhancement Package 1), SAP CRM 2007 (also called SAP CRM 6.0, based on Netweaver 7.0), SAP

CRM 2006s (also called SAP CRM 5.1/5.2, based on Netweaver 2004s-SAP Web Application Server / SAP Basis 6.40), SAP CRM 4.0

(enhanced with a so-called Service Industry Add On under the name CRM 2004, based on a pre-Netweaver Basis release 6.20)

– SAP ICI Free Seating feature is required

– Requires Windows 2003

.


Unified CM IVR [IP-IVR and CVP (formerly ISN)]

CAD/CTI OS Server

CTI OS Desktop CUIC

Unified EIM/WIMIntegrated E-Mail and Web Option CRM RSM CCMP IP Phones

6.1 IP IVR 7.0(1)5.0(2)5.0(1)

CVP 7.0(2)4.1(1)4.0(2)

7.2(x) 7.2(x)7.1(x)7.06.05.1

7.5(x) Unified EIM/WIM

4.3(2) (Unified CCE 7.2(7) and later)4.3(1)4.2(5) A4.2(4)4.2(3)4.2(2)4.2(1)

E-Mail Manager Option 5.0

Web Collaboration Option 5.0





CRM for SAP 1.0(2)1.0(1)

1.0(2) 7.57.2



16

6.0 IP IVR 7.0(1)5.0(2)5.0(1)

CVP4.1(1)4.0(2)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2


5.1(3) IP IVR 5.0(2)5.0(1)4.5(2)

CVP 4.1(1)4.0(2)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2


5.1(2) IP IVR5.0(2)5.0(1)4.5(2)

CVP 4.1(1)4.0(2)3.1(0)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2




CAD/CTI OS Server

CTI OS Desktop CUIC



17

5.1(1b) IP IVR 5.0(2)5.0(1)4.5(2)

CVP4.1(1)4.0(2)3.1(0)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2


5.0(4) IP IVR 4.5(2)

CVP 4.0(2)3.1(0)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2

7970/71/757960/61/62/657940/41/42/45792x791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1), 2.0(1)

5.0(3) IP IVR 4.5(2)

CVP 3.1(0)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2




CAD/CTI OS Server

CTI OS Desktop CUIC



18

5.0(2) IP IVR 4.5(2)

CVP 3.1 SR2

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2


4.3(2) IP IVR 6.0(1)4.1(1)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2


4.3(1) IP IVR 6.0(1)4.1(1)

CVP 3.1(0)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2




CAD/CTI OS Server

CTI OS Desktop CUIC



19

4.2(3) IP IVR4.0(5a)4.0(4) 4.0(3) 3.5(4)

CVP 4.1(1)4.0(2) 3.1 SR2

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2


4.2(1) IP IVR 4.0(5a)4.0(4)4.0(3) 3.5(4)

CVP4.0(2) 3.1(0)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2


4.1(3) IP IVR 4.0(x) 3.5(4) 3.5(3) 3.5(2)

CVP4.0(2) 3.1(0)3.0(0)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

7.57.2




CAD/CTI OS Server

CTI OS Desktop CUIC



20

4.0(2) IP IVR 4.0(3) 3.5(4) 3.5(3) 3.5(2)

CVP3.1(0) SR 13.0(0)

7.2(x) 7.2(x)7.1(x)7.06.05.1









CRM for SAP 1.0(2)1.0(1)

N/A 7970796079407920791279117910IP Communicator 2.0(1), 1.1(5)



CAD/CTI OS Server

CTI OS Desktop CUIC



21



2. Unified EIM/WIM require Unified CCE 7.1(3) or greater MR

3. Although the Unified EIM/WIM platform provides for integration, only EIM features are integrated in the 4.2(1), 4.2(2), 4.2(3), 4.2(4), and 4.2(5)A

releases.

4. CVP 3.1 SR1, CVP 3.1 SR2, CVP 4.0(2), and CVP 4.1(1), require Unified CCE 7.1(2) or greater

5. CTI-OS Client version 6 is not supported with System PG or System IPCC deployments



CAD/CTI OS Server

CTI OS Desktop

Unified EIM/WIMIntegrated E-Mail and Web Option CRM CCMP IP Phones

5.1(3) IP IVR 5.0(2)5.0(1)4.5(2)

CVP4.1(1)4.0(2)3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1)

5.1(2) IP IVR 5.0(2)5.0(1)4.5(2)

CVP 4.1(1)4.0(2)3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1)


22

5.1(1b) IP IVR 5.0(2)5.0(1)4.5(2)

CVP 4.1(1)4.0(2)3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1)

5.0(4) IP IVR 4.5(2)

CVP 4.1(1)4.0(2)3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1), 2.0(1)

5.0(3) IP IVR 4.5(2)

CVP 3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.0(1)



CAD/CTI OS Server

CTI OS Desktop



23

5.0(2) IP IVR 4.5(2)

CVP 3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.0(1)

4.3(1) IP IVR 6.0(1)4.1(1)

CVP 3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2)

4.2(3) IP IVR 4.0(5a)4.0(4) 4.0(3) 3.5(4)

CVP4.1(1)4.0(2)3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1)



CAD/CTI OS Server

CTI OS Desktop



24

4.2(1) IP IVR4.0(5a)4.0(4) 4.0(3) 3.5(4)

CVP 4.1(1)4.0(2)3.1 SR2

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2)

4.1(3) IP IVR 4.0(x) 3.5(4) 3.5(3) 3.5(2)

CVP 4.1(1)4.0(2)3.1 SR23.0(0)

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

7.57.27.1

7970/717960/617940/417920791279117910IP Communicator 2.1(1), 2.0(1), 1.1(5)

4.0(2) IP IVR 4.0(3) 3.5(4) 3.5(3) 3.5(2)

CVP 3.1 SR13.0(0)

7.1(x) 7.1(x)7.06.0

Unified EIM/WIM

4.2(5)A4.2(4)4.2(3)4.2(2)4.2(1)







CRM for SAP 1.0(2)

N/A 7970796079407920791279117910IP Communicator



CAD/CTI OS Server

CTI OS Desktop



25


1. ICM 7.0(0) requires SR3 or greater for compatibility with Unified CM 5.x(x)

2. There is no IP Queue Manager for CRS (IP IVR) release 4.5(2)

3. Unified CM 4.2 requires CAD 7.0(1) or greater

4. CVP:

– CVP 3.1 SR1 and CVP 3.1 SR2 require Unified CCE 7.0 SR3 or greater

– CVP 4.0 and CVP 4.1(1) require ICM 7.0(4) or greater

– CVP 4.x requires ICM 7.0 (4) or greater



CAD/CTI OS Server

CTI OS Desktop

Integrated E-Mail and Web Option CRM IP Phones

5.1(1b) IP IVR 5.0(2)5.0(1)4.5(2)

CVP 3.1 SR2

7.0 7.06.0







CRM for SAP 1.0(2)

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1)

5.0(4) IP IVR 4.5(2)

CVP 4.1(1)4.0(2)4.0(1) SR13.1 SR2

7.0 7.06.0







CRM for SAP 1.0(2)

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1), 2.0(1)

5.0(3) IP IVR 4.5(2)

CVP 3.1 SR2

7.0 7.06.0







CRM for SAP 1.0(2)

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.0(1)


26

5.0(2) IP IVR 4.5(2)

CVP 3.1 SR2

7.0 7.06.0







CRM for SAP 1.0(2)

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.0(1)

4.3(1) IP IVR 6.0(1)IP IVR 4.1(1)

CVP 3.1(0)

7.0 7.06.0







CRM for SAP 1.0(2)

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2)

4.2(3) IP IVR 4.0(5a)4.0(4) 4.0(3) 3.5(4)

CVP 4.1(1)4.0(2)4.0(1) SR13.1 SR2

7.0 7.06.0







CRM for SAP 1.0(2)

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1)

4.2(1) IP IVR 4.0(5a)4.0(4) 4.0(3) 3.5(4)

CVP4.1(1)4.0(2)4.0(1) SR13.1 SR2

7.0 7.06.0







CRM for SAP 1.0(2)

7970/717960/617940/417920791279117910IP Communicator 2.1(3), 2.1(2)



CAD/CTI OS Server

CTI OS Desktop



27

4.1(3) IP IVR 4.0(x) 3.5(4) 3.5(3) 3.5(2)

CVP 4.1(1)4.0(2)4.0(1) SR13.1 SR13.0 SR2

7.0 7.06.0







CRM for SAP 1.0(2)

7970/717960/617940/417920791279117910IP Communicator 2.1(1), 2.0(1), 1.1(5)

4.0(2) IP IVR 4.0(3) 3.5(4) 3.5(3) 3.5(2)

CVP 3.1 SR13.0(0)

7.0 7.06.0







CRM for SAP 1.0(2)

7970796079407920791279117910IP Communicator 2.0(1), 1.1(5)



CAD/CTI OS Server

CTI OS Desktop



28


1. Unified CM 3.3(4), Unified CM 3.3(5), Unified CM 4.2(1) and Unified CM 4.2(3) require ICM 6.0 SR1 or greater

2. Unified CM 4.0(2a) ES 15 or greater

3. CVP 3.0 and CVP 3.1 require ICM 6.0 SR1 or greater


Unified CMIVR [IP-IVR and CVP (formerly ISN)] CAD/CTI OS Server CTI OS Desktop

Integrated E-Mail, and Web Option IP Phones

4.2(3) IP IVR 4.0(5a)4.0(4) 4.0(3)3.5(4)

6.0 6.0 E-Mail Manager Option 5.0


7970/717960/617940/4179607940791279117910IP Communicator 2.1(3), 2.1(2), 2.1(1)

4.2(1) IP IVR4.0(5a)4.0(4) 4.0(3)3.5(4)



7970/717960/617940/4179607940791279117910IP Communicator 2.1(3), 2.1(2)

4.1(3) IP IVR 4.0(x) 3.5(4) 3.5(3) 3.5(2)

CVP 3.1(0)3.0 SR2



7970/717960/617940/4179607940791279117910IP Communicator 2.1(1), 2.0(1)

4.0(2) IP IVR 3.5(x)

CVP3.1 SR13.0 SR2

ISN2.1



797079607940791279117910IP Communicator 2.0(2), 2.0(1), 1.1(5)

4.0(1) IP IVR 3.5(x)

CVP3.1(0)3.0(0)SR2

ISN 2.1



797079607940791279117910IP Communicator

3.3(5) IP-IVR 3.1(3) 3.1(2)

CVP3.1(0)3.0(0)

ISN 2.1



7970796079407910IP Communicator 2.0(1), 1.1(5)

Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel: 408 526-4000

800 553-NETS (6387)Fax: 408 526-4100

European HeadquartersCisco Systems International BVHaarlerbergparkHaarlerbergweg 13-191101 CH AmsterdamThe Netherlandswww-europe.cisco.comTel: 31 0 20 357 1000Fax: 31 0 20 357 1100

Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel: 408 526-7660Fax: 408 527-0883

Asia Pacific HeadquartersCisco Systems, Inc.Capital Tower168 Robinson Road#22-01 to #29-01Singapore 068912www.cisco.comTel: +65 6317 7777Fax: +65 6317 7799

Cisco Systems has more than 200 offices in the following countries and regions. Addresses, phone numbers, and fax numbers are listed on the

C i s c o W e b s i t e a t w w w . c i s c o . c o m / g o / o f f i c e s

Argentina • Australia • Austria • Belgium • Brazil • Bulgaria • Canada • Chile • China PRC • Colombia • Costa Rica • Croatia Czech Republic • Denmark• Dubai, UAE • Finland • France • Germany • Greece • Hong Kong SAR • Hungary • India • Indonesia • Ireland Israel • Italy • Japan • Korea •Luxembourg • Malaysia • Mexico • The Netherlands • New Zealand • Norway • Peru • Philippines • Poland Portugal • Puerto Rico • Romania • Russia• Saudi Arabia • Scotland • Singapore • Slovakia • Slovenia • South Africa • Spain • Sweden Switzer land • Taiwan • Thai land • Turkey • Ukra ine• Uni ted Kingdom • Uni ted Sta tes • Venezuela • Vie tnam • Zimbabwe

All contents are Copyright © 1992–2010 Cisco Systems, Inc. All rights reserved. CCIP, CCSP, the Cisco Arrow logo, the Cisco Powered Network mark, Cisco Unity, Follow Me Browsing, FormShare, and StackWise are trademarks of CiscoSystems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco CertifiedInternetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherSwitch, Fast Step,GigaStack, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, MGX, MICA, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing,RateMUX, Registrar, ScriptShare, SlideCast, SMARTnet, StrataView Plus, Stratm, SwitchProbe, TeleRouter, The Fastest Way to Increase Your Internet Quotient, TransPath, and VCO are registered trademarks of Cisco Systems, Inc.and/or its affiliates in the U.S. and certain other countries.

All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.(1005R) 203060/ETMG_07/03

3.3(4) IP-IVR 3.1(3) 3.1(2)

ISN 2.1



7970796079407910IP Communicator 2.0(1), 1.1(5)

3.3(3) IP-IVR 3.1(x)

ISN 2.1



7970796079407910IP Communicator





30


1. Unified CM 3.3(5) requires ICM 5.0(0) SR8 or greater

2. CVP 3.1 requires ICM 5.0(0) SR8 or greater




3.3(5) IP-IVR 3.1(3) 3.1(2)

CVP3.1 SR1

ISN 2.1,

CAD 4.6

CTI OS 5.0 5.1

4.7 E-Mail Manager Option 5.0


79607940791279117910IP Communicator2.0(1), 1.1(5)

3.3(4) IP-IVR 3.1(3) 3.1(2)

ISN 2.1

CAD 4.6

CTI OS 5.05.1



79607940791279117910IP Communicator2.0(1), 1.1(5)

3.3(3) IP IVR3.1(x)

ISN 2.1

CAD 4.6 4.4.1

CTI OS 5.05.1



79607940791279117910


31

Unified CCE 4.6(2) Notes:

1. Unified CM 3.3(5) requires ICM 5.0(0) SR8 or grater.

2. Unified CM 3.3(4) requires ICM 4.6(2) SR3 or greater.

Unified CCE 4.6(2) Product Sets


CAD/CTI OS Server

CTI OS Desktop

CADDesktop


3.3(5) IP-IVR 3.1(3) 3.1(2)

CAD 4.6 4.4.1

CTI OS 4.7

4.7 4.5.2.4 Not Available 796079407910IP Communicator2.0(1), 1.1(5)

3.3(4) IP-IVR 3.1(3) 3.1(2)

CAD 4.6 4.4.1

CTI OS 4.7

4.7 4.5.2.4 Not Available 796079407910IP Communicator2.0(1), 1.1(5)

3.3(3) IP IVR 3.1(1) CAD 4.6 4.4.1

CTI OS 4.7

4.7 4.5.2.4 Not Available 796079407910


32

Documents

Cisco Unified Contact Center Enterprise (Unified CCE ... · Manager and Web Interaction Manager (Unified EIM/WIM) are not supported with deployments that use the System PG. For Unified